Strategic Use Of Crm

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Customer Relationship Management

Author : Michael Pearce
Publisher : Business Expert Press
ISBN 13 : 195334965X
Total Pages : 170 pages
Book Rating : 4.9/5 (533 download)

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Book Synopsis Customer Relationship Management by : Michael Pearce

Download or read book Customer Relationship Management written by Michael Pearce and published by Business Expert Press. This book was released on 2021-03-08 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM’s strategic importance gained more traction as it was recognized that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community stepping up their interest in the subject in the early 2000’s. Today, it is a universal business topic which has been re-engineered by the online shopping revolution in which the customer is firmly placed at the center of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. The author addresses this head-on by stripping CRM down into its component parts by delving into and explaining the role and relevance of the C, R, and M in CRM. This is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to convert them into delivery. It is written in an easily digestible, non-jargon style, with case studies to demonstrate how CRM works. This book can be immediately used as the primary practical reference to guide the development and implementation of a CRM strategy.

Customer Relationship Management

Author : V. Kumar
Publisher : Springer
ISBN 13 : 3662553813
Total Pages : 422 pages
Book Rating : 4.6/5 (625 download)

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Book Synopsis Customer Relationship Management by : V. Kumar

Download or read book Customer Relationship Management written by V. Kumar and published by Springer. This book was released on 2018-05-15 with total page 422 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.

Strategic use of CRM

Author : Vladimir Tosovic
Publisher : diplom.de
ISBN 13 : 3832445420
Total Pages : 81 pages
Book Rating : 4.8/5 (324 download)

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Book Synopsis Strategic use of CRM by : Vladimir Tosovic

Download or read book Strategic use of CRM written by Vladimir Tosovic and published by diplom.de. This book was released on 2001-09-26 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: CRM is a buzzword nowadays. This catchphrase has become the revenue driver for the consultants and a nightmare for the people responsible for its implementation. Although this topic receives broad media attention, the presented strategic CRM issues are very fuzzy. Attracted by the enormous revenue potential, there is a vast of CRM experts giving tips on the CRM strategies, which results in a very unclear and even contrary coverage of this subject. The companies feel that they need CRM, but as soon as they try to find out what that is and how could it be beneficial for their business, they get very diverse and vague answers. This work will seek to provide a consistent picture of CRM strategy and the underlying technology The focus of this paper is to offer a critical analysis of different strategic CRM concepts and integrate them into one CRM framework. As CRM is made possible by the technology developments, the understanding of opportunities provided by the underlying technology is necessary. Therefore the center of attention will be in the explanation of the interaction between the customer oriented strategy and the enabling technology. In order to uncover the essence of CRM, this paper will provide a look at the roots of CRM. It will explain the theoretical background of CRM and the new market challenges, which have been pushing the development of the CRM concept. Also the relationship between the customer satisfaction and the customer profitability must be evaluated, as satisfied customers is one of the main intentions of CRM. I want also to approach some practical issues of CRM. This study will seek to outline the findings about the bottom line impact of CRM and the issues on the accessibility of the customer information. Finally, with the last chapter I will try to close with useful recommendations regarding CRM strategy development and provide a conclusion on the results achieved in this work. Inhaltsverzeichnis:Table of Contents: List of Abbreviations CHAPTER 1 1.1Introduction1 1.2Problem Definition2 1.3Objectives of the study2 1.4Relevance of the study3 1.5Research methodology3 1.6Limitations of study3 CHAPTER 2 -The new challenges 2.1Changing customers5 2.2Theoretical background of CRM6 2.2.1The marketing paradigm shift6 2.2.2Relationship marketing7 2.2.3One-to-one marketing8 2.2.4Critics on relationship marketing9 2.2.5The new marketing model10 2.3Customer satisfaction and [...]

Strategic Customer Management

Author : Adrian Payne
Publisher : Cambridge University Press
ISBN 13 : 1107328411
Total Pages : 547 pages
Book Rating : 4.1/5 (73 download)

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Book Synopsis Strategic Customer Management by : Adrian Payne

Download or read book Strategic Customer Management written by Adrian Payne and published by Cambridge University Press. This book was released on 2013-03-28 with total page 547 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field.

Advances in Information Systems Development

Author : Gabor Magyar
Publisher : Springer Science & Business Media
ISBN 13 : 0387707611
Total Pages : 542 pages
Book Rating : 4.3/5 (877 download)

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Book Synopsis Advances in Information Systems Development by : Gabor Magyar

Download or read book Advances in Information Systems Development written by Gabor Magyar and published by Springer Science & Business Media. This book was released on 2007-08-28 with total page 542 pages. Available in PDF, EPUB and Kindle. Book excerpt: This monograph details the proceedings of the 15th International Conference on Information Systems Development. ISD is progressing rapidly, continually creating new challenges for the professionals involved. New concepts, approaches and techniques of systems development emerge constantly in this field. Progress in ISD comes from research as well as from practice. The aim of the Conference was to provide an international forum for the exchange of ideas and experiences between academia and industry, and to stimulate the exploration of new solutions.

Customer Relationship Management

Author : V. Kumar
Publisher : Springer Science & Business Media
ISBN 13 : 3642201091
Total Pages : 399 pages
Book Rating : 4.6/5 (422 download)

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Book Synopsis Customer Relationship Management by : V. Kumar

Download or read book Customer Relationship Management written by V. Kumar and published by Springer Science & Business Media. This book was released on 2012-04-30 with total page 399 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.

CUSTOMER RELATIONSHIP MANAGEMENT

Author : KAUSHIK MUKERJEE
Publisher : PHI Learning Pvt. Ltd.
ISBN 13 : 8120332857
Total Pages : 189 pages
Book Rating : 4.1/5 (23 download)

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Book Synopsis CUSTOMER RELATIONSHIP MANAGEMENT by : KAUSHIK MUKERJEE

Download or read book CUSTOMER RELATIONSHIP MANAGEMENT written by KAUSHIK MUKERJEE and published by PHI Learning Pvt. Ltd.. This book was released on 2007-07-25 with total page 189 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This textbook on CRM, a new approach to marketing, is comprehensive and managerially very useful. Its case studies with a mixture of Indian and non-Indian cases, are extremely interesting and will be fun for students to learn and for instructors to teach." JAGDISH N. SHETH, Professor of Marketing,Emory University This straightforward and easy-to-read text provides students of manage-ment and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of CRM (Customer Relationship Management), regarded as the wonder solution to all the problems encountered by marketers. To cope with the increasing intensity of competition, necessitating a drive towards enhancement of customer satisfaction, the book emphasizes the need for integration and coordination along the value chain to effectively and efficiently manage customers. The book focuses on best practices in CRM and illustrates along the way through several interesting case studies how CRM has been used in various industries to build relationships with customers. The book also provides a solid grounding in tools, techniques and technologies used in CRM and explains in detail the power of eCRM to help companies make their vision of CRM a reality. The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals. KEY FEATURES  Provides insight into contemporary developments in CRM  Cites Indian as well as global examples  Offers case studies on Indian and global companies to highlight the use of CRM

Customer Relationship Management

Author : Stanley A. Brown
Publisher : Wiley
ISBN 13 : 9780471644095
Total Pages : 376 pages
Book Rating : 4.6/5 (44 download)

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Book Synopsis Customer Relationship Management by : Stanley A. Brown

Download or read book Customer Relationship Management written by Stanley A. Brown and published by Wiley. This book was released on 2000-04-27 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: Maximize customer satisfaction and maximize your bottom line Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction. * Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.

CRM Unplugged

Author : Philip Bligh
Publisher : John Wiley & Sons
ISBN 13 : 0471663832
Total Pages : 225 pages
Book Rating : 4.4/5 (716 download)

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Book Synopsis CRM Unplugged by : Philip Bligh

Download or read book CRM Unplugged written by Philip Bligh and published by John Wiley & Sons. This book was released on 2004-05-18 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Building and maintaining a customer-centered enterprise cost-effectively is a hot topic and key business issue. This book provides the definitive work on how to derive return from investment. It shows readers strategies for successful CRM implementation into a company, and how to achieve a good ROI through CRM, and also details best practices.

Customer Relationship Management

Author : Francis Buttle
Publisher : Routledge
ISBN 13 : 1856175227
Total Pages : 495 pages
Book Rating : 4.8/5 (561 download)

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Book Synopsis Customer Relationship Management by : Francis Buttle

Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2009 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.

Strategic Uses of Social Media for Improved Customer Retention

Author : Al-Rabayah, Wafaa
Publisher : IGI Global
ISBN 13 : 1522516875
Total Pages : 330 pages
Book Rating : 4.5/5 (225 download)

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Book Synopsis Strategic Uses of Social Media for Improved Customer Retention by : Al-Rabayah, Wafaa

Download or read book Strategic Uses of Social Media for Improved Customer Retention written by Al-Rabayah, Wafaa and published by IGI Global. This book was released on 2016-11-09 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Social networking venues have increased significantly in popularity in recent years. When utilized properly, these networks can offer many advantages within business contexts. Strategic Uses of Social Media for Improved Customer Retention is a pivotal reference source for the latest scholarly research on the implementation of online social networks in modern businesses and examines how such networks allow for a better understanding of clients and customers. Highlighting theoretical concepts, empirical case studies, and critical analyses, this book is ideally designed for researchers, practitioners, professionals, and upper-level students interested in improving and maintaining customer relationships.

Customer Relationship Management

Author : Lakshman Jha
Publisher : Global India Publications
ISBN 13 : 9788190721127
Total Pages : 280 pages
Book Rating : 4.7/5 (211 download)

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Book Synopsis Customer Relationship Management by : Lakshman Jha

Download or read book Customer Relationship Management written by Lakshman Jha and published by Global India Publications. This book was released on 2008 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create and manage both short-and long -term relationships.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales.

CRM

Author : Roger Joseph Baran
Publisher : Routledge
ISBN 13 : 0415896568
Total Pages : 406 pages
Book Rating : 4.4/5 (158 download)

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Book Synopsis CRM by : Roger Joseph Baran

Download or read book CRM written by Roger Joseph Baran and published by Routledge. This book was released on 2013 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book introduces students to CRM (customer relationship management), a strategic methodology that's being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.

Managing Customer Experience and Relationships

Author : Don Peppers
Publisher : John Wiley & Sons
ISBN 13 : 1119815347
Total Pages : 517 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis Managing Customer Experience and Relationships by : Don Peppers

Download or read book Managing Customer Experience and Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2022-04-19 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

CRM

Author : Jeffrey Peel
Publisher : Elsevier
ISBN 13 : 0080503446
Total Pages : 235 pages
Book Rating : 4.0/5 (85 download)

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Book Synopsis CRM by : Jeffrey Peel

Download or read book CRM written by Jeffrey Peel and published by Elsevier. This book was released on 2002-07-03 with total page 235 pages. Available in PDF, EPUB and Kindle. Book excerpt: In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm.·Defines the nature of new CRM niche solutions·Provides entirely new types of functionality that mesh seamlessly·Describes solutions focused solely on the needs of the customer

Customer Relationship Management

Author : Roger J. Baran
Publisher : Taylor & Francis
ISBN 13 : 1317419332
Total Pages : 457 pages
Book Rating : 4.3/5 (174 download)

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Book Synopsis Customer Relationship Management by : Roger J. Baran

Download or read book Customer Relationship Management written by Roger J. Baran and published by Taylor & Francis. This book was released on 2016-12-08 with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.

How to Win at CRM

Author : Seth Kinnett
Publisher : CRC Press
ISBN 13 : 1351646028
Total Pages : 273 pages
Book Rating : 4.3/5 (516 download)

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Book Synopsis How to Win at CRM by : Seth Kinnett

Download or read book How to Win at CRM written by Seth Kinnett and published by CRC Press. This book was released on 2017-07-28 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides clarity and guidance on effective strategy, implementation and management of CRM. It explores both the conceptual and cultural context of CRM initiatives along with the particulars of CRM system implementation and management. In order to provide this clarity, it surveyed the existing academic publications surrounding CRM, sales force automation, and related topics within information systems literature. The book supplements this research with insights from CRM experts to provide a robust picture of the CRM landscape and how to improve it no matter what role you play within your organization. This book is for everyone who wants to achieve CRM success.